Implementation Manager

Responsibilities

• Plan and execute product implementation at customer locations from discovery to live deployment
• Build and maintain positive relationships with product end users and communicate effectively with key stakeholders
• Complete on-site customer discovery meetings and product demos to understand customer needs and opportunities
• Identify product gaps, customer, and internal risks to product implementation
• Partner with the internal Product team to outline customer needs
• Complete on-site training for end users and ensure end user acceptance
• Communicate with various customer stakeholders with project updates throughout the implementation process
• Identify and escalate potential risks to the implementation scope or timeline in a timely manner
• Ensure smooth transition to customer success team post go-live
• Ensure internal and external visibility into implementation progress and milestones for the customer through reporting and stakeholder meetings
• Conduct user acceptance testing post go-live with end users and communicate product feedback for improvements
• Continuously improve implementation processes, including:
• Evolving training materials for superusers and other clinical teams, as required, striving for standardization and scalability
• Refined implementation playbook and processes, leveraging feedback from customers
• Be the "boots on the ground" to drive product improvements and expansion opportunities
• Partner with the product team to improve product post go-live by gathering and delivering product feedback to the product team and understanding the strategic impact of any requested / required features

Requirements

• Led software and/or hardware implementations, ideally in healthcare IT (OR and supply chain a bonus but not a requirement)
• For multiple end user types with various training requirements and strategies
• Experience in Surgical ORs or procedure rooms is an asset but not required
• Experience providing support during pre and post go-live and creating successful transitions to customer success teams
• Demonstrated capability for problem-solving, prioritization and project management
• Excellent interpersonal skills
• Strong communication (verbal, presentation, written) and time management skills
• A current driver's license
• 55%+ travel required

Benefits

• Health insurance
• 3 weeks of vacation
• 10 sick days
• Flexible work hours
• Top of class culture

Our Core Values

• Customer Centricity: Actively learn about customers' pain points to understand their needs and deliver technology solutions that exceed their expectations. Customer satisfaction is our ultimate measure of success.
• Transparency & Inclusivity: Act with integrity, creating space for new ideas and sharing information about our progress, challenges, and decision-making processes.
• Agility & Flexibility: Iterate with speed, challenge the status quo, and seek continuous improvement to respond to customer needs and market changes.
• Accountability and Collaboration: Foster a culture of responsibility and display curiosity, grit, and passion to achieve our objectives, individually and as a team.
• Social Responsibility: Prioritize environmental impact by making responsible choices and developing products that make the healthcare industry more sustainable.